Campaign Analytics provides an in-depth view of the performance of each campaign. The main page offers an overview with filters that can be used to display dates and campaigns in their progress phases. The campaigns are shown in their dialer categories below.
For preview and power dialler campaigns, the details shown are:
The campaign's name.
The amount of contacts in the campaign.
The number of completed contacts: Meaning they have been dispositioned either as a success or failed contact.
The number of calls made, regardless of a completed disposition.
The calls in their disposition categories.
The agents on the campaign.
Auto dialer campaign overviews:
The campaign's name.
The amount of contacts in the campaign.
The number of calls made, regardless of a completed disposition.
The calls outcome categories.
This is time period can be adjusted within the filter options. Analytics differs from Realtime here as it encompasses statistics for all campaigns and their member lists, not just those currently active. Selecting a campaign will provide a detailed report of its performance, whereas selecting a numerical option will show a report of the calls in that category, which will be covered later in this lesson..
Campaign Specific Statistics
Selecting a campaign from the main analytics page will open the statistics for that specific campaign. The page includes a filter section to change analytical information by date range.
The campaigns overview for preview and power dialler includes the number of calls, contacts, disposition statistics and target-related information. The autodialer analytics page overview includes the campaign name, contacts, number of calls, and call outcome categories. The auto-dialer campaigns are different from the preview and power dialer campaigns as no agents are assigned to them.
The preview and power dialer analytics include a progress pie chart that measures the completed value against the total numbers of contacts available, each call in a campaign should have an outcome, and every contact should be able to be completed, i.e. that it cannot be worked further. To the right, there is an outcomes graph that reflects the proportionate outcomes against the calls made; selecting a particular outcome will toggle the inclusion of that specific outcome category.
Note: A contact may have more than one number that can be dialled; thus, a failed number may not mean a failed contact.
The auto dialler campaign analytics includes a progress pie chart on the left that measures the completed calls against the total remaining calls to be made by the system. The pie chart to the right shows the number of announcements that were listened to in full versus those that were ended prematurely by contacts. Below the Campaign’s Lists, there is an outcomes graph that reflects the proportionate outcomes against the calls made.
Selecting a particular outcome on any of the charts will toggle the inclusion of that specific outcome category.
Campaign Agents Analytics
Within the campaign-specific statistics is a section focusing on the performance and productivity of agents within that campaign; this data is the same as is visible through agent analytics for the specific campaign. Within this table of agent campaign data, there should be two icons visible on the far right:
The star indicates that the agent made the most successful calls for that campaign in the time period chosen.
The flame indicates that the agent completed most calls for that campaign in the time period chosen.
All of the values in this section can be selected for further information. Selecting the agent name will bring up the agent analytics for that specific agent, whereas the values of Completed, Calls, Success etc. will bring up the calls related to the selected field, with the ability to listen to the call recording, if available, and see the relevant contact details.
Within the contact's details, the administrator can view the basic details, the contact status and the details of each call made to this contact. Call recordings are accessible, if available, as well as any notes.
Campaign Lists
It is also possible to view Campaign statistics about the lists that have been used. Bearing in mind that agents can be allocated to specific lists and not to the parent campaign, list statistics may be used to see how a particular segmentation of the campaign performed in relation to the whole. The statistics available are the same as the campaign level, with the ability to drill through to a selected list. This page looks almost identical to the parent campaign statistics page, with the exception that the data is particular to the selected list, and the page does not include a lists table.
Auto Dialler Campaign analytics include the list's information. List analytics may be used to see how a particular campaign segmentation performed in relation to the whole. The statistics available are the same as those at the campaign level, with the ability to drill through to a selected list. This page looks almost identical to the parent campaign analytics page, except that the data is particular to the selected list, and the page does not include a lists table.
Articles Related “How To” Document Links:
Agent
How to View All Agent Analytics.
How to View Individual Agents Analytics.
Queue
How to View ALL Queue Analytics.
How to View Individual Queue Analytics.
How to use the Queue Analytics to trace Inbound/Outbound calls.
Inbound
How to View Inbound Analytics.
Campaign
How to View Campaign Analytics.
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